Acting Workforce Management and Reporting Team Leader

Key responsibilities:

• Lead a team of Workforce Specialists and Experts in daily and long-term activities
• Be responsible for process execution:
  • Analytics and reporting on Customer Care results and trends
  • Real-time monitoring of channels’ performance and broadcasting process
  • Front line staff capacity planning
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• Identify and lead initiatives and projects for improving customer experience, performance gaps and/or operational efficiency in the Customer Care
• Improve and optimize team`s working processes, procedures, Customer Care systems and tools
• Follow Individual and team performance on set KPIs achievement and act accordingly
• Collaborate with stakeholders within Customer Care and other relevant departments
• Demonstrate Leadership attitudes in everyday work
• Bring fresh ideas and proactive attitude

For the good start you will need:

• University degree or Higher Education Diploma 
• Fluent in English
• Excellent knowledge of Excel and MS Office
• Experience in mobile services is preferable
• Knowledge WFM applications and Customer Care environment is an advantage
• Results oriented, high problem-solving ability with excellent communicational skills

You will enjoy:

• Working in comfortable and functionally equipped working space
• Attractive salary package including vacation allowance
• Flexible working hours with the option of working remotely
• 25 days off per year
• Private health insurance and paid yearly medical check up
• Recreation or health program
• Company phone and number with unlimited internet
• Friendly and dynamic team who will support you from the beginning
• Highly competent and collaborative environment